Episode Overview
Dan Maitland, Fleet Manager at Ajax Paving and longtime AEMP leader, shares what makes a great rental partner from the customer’s perspective. Drawing on his years in rental and now managing fleet operations, he explains why proactive communication, account reviews, and genuine care set the best reps apart. He also offers career advice on staying aligned and finding success from within.
Timestamps:
- 00:00 – Introduction to the episode and Dan’s unique background working on both the rental company and renter sides of the industry.
- 02:04 – How Dan entered the rental business during the 2007–2008 job market without knowing the industry existed.
- 15:13 – The fast-paced, high-pressure environment of working for a rental company and how it shapes employees.
- 17:07 – Why trust is the foundation of great rental relationships and how contractors view true partners vs. order takers.
- 22:21 – The value of dedicated data specialists who can provide meaningful insights to key rental customers.
- 24:08 – How quarterly business reviews with data can build trust, differentiate a rental company, and win more business.
- 24:34 – Why proactive quarterly reviews remain rare in the industry and are often more of a request than a norm.
- 26:23 – The benefits of scheduling equipment returns in advance rather than relying on same-day call-offs.
- 37:49 – Why empowering sales reps to make on-the-spot decisions leads to better customer experiences.
- 39:47 – Career advice on why success starts from within and how to realign when feeling off track.
